On Tuesday November 29th, we hosted the eighth iPECS Insights Forum of 2022. These monthly webinars help us share important information with our community of partners and are designed to be informative, interactive, and inspirational.
November’s webinar was kindly hosted by the team from Ericsson-LG Enterprise’s Israel partner, Bezeq International. Alon Elmasel, Dror Boteh Ba El, and Shaby Asher from Bezeq international hosted the session.
Bezeq International is the leading ISP in Israel, providing tailor-made, comprehensive internet, telephony, UC, IT, and data solutions to the Israeli business market. At Ericsson-LG Enterprise we are proud to have a fantastic working relationship with the team at Bezeq International. Their recent work within Israel’s hospitality sector was the topic of this month’s webinar.
Despite firm competition, Bezeq now provides Ericsson-LG Enterprise iPECS solutions throughout hotels in major cities in Israel. During this edition of iPECS Insights, the team showed their formula for success in the Israeli hotel market.
How did Bezeq International support hotels in Israel?
While many sectors in the business world are moving to the cloud, many others in Israel are hesitant. There are some customers who just aren’t ready for the switch for a variety of reasons. This hesitance is especially common in the hospitality sector.
Bezeq International found out that most hotels use a local standalone PBX in every hotel, alongside local hotel management software and PRI lines. This leads to disjointed and expensive communications that can’t support the needs of hotel guests.
Bezeq International supported these hotels by recommending a switch to one PBX system that can support every hotel within a chain. Alongside this the team implemented one centralized guest service throughout every hotel. This had huge advantages, from a technical, operational, and financial perspective. In operational terms especially, staff can move between hotels and immediately understand their phone system. Training is only required once.
From a technical perspective, geographic redundancy provided a layer of business continuity for hotels. A centralized guest service also meant that better, more consistent call handling and customer service processes could be implemented throughout each hotel.
There was a huge financial benefit too. The hotels now only had to pay maintenance fees for a single phone system, and PRI lines could be removed from all hotels. As contact center capability improved, there was a reduced manpower need as well.
The technical solution
Bezeq International supported hotels using an Ericsson-LG Enterprise iPECS UCM system. This private cloud PBX supported multi-tenant operation, call recording, and geographic redundancy. It allowed for integration with hotel management systems, and all required contact center capabilities. For users themselves, iPECS 1030i and iPECS 1050i handsets are used throughout hotels.
The keys for success
Before an insightful question and answer session with the Bezeq International team, they shared their keys to success for this fantastic project. Above all else, Bezeq International relied on creating a fantastic, consultative relationship with hotels. Building trust with strong communication, along with Ericsson-LG Enterprise’s advanced solutions, laid the foundations for great partnerships.
Although the finished solutions provided by Bezeq International to the hotels were complex, they were implemented in a way that made them simple for users to understand and use on a daily basis. This, combined with the technical support from Bezeq International, their partners, and Ericsson-LG Enterprise has allowed their reputation in the hospitality sector to grow.
We would like to thank the Bezeq International team for offering their informative and entertaining insights on communications in the hospitality market. We hope to welcome you to the next iPECS insights session to share your thoughts and learn from our industry experts.
This month’s iPECS insights was the last session for 2022. We look forward on the collaboration and sharing insights next year!
iPECS insights is a forum where we can collaborate, share ideas and learn best practices to drive success and growth of the iPECS brand and portfolio globally. We will invite subject matter experts to lead each of the iPECS insights sessions which will last for no more than 2 hours and cover a range of technical and marketing focus areas.